IT service climate, antecedents and IT service quality outcomes: Some initial evidence

Authors:
Ronnie Jia;Blaize Horner Reich
Affiliations:
Southern Illinois University, Carbondale, IL 62901, USA;Simon Fraser University, Vancouver, Canada
Venue:
The Journal of Strategic Information Systems
Year:
2013

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Abstract

Although many IT service management frameworks exist, we still have limited theoretical understanding of IT service quality within a broader nomological network. Building on recent conceptual work on the IT service climate construct, this study empirically establishes it as a predictor of IT service quality using survey data from both IT units and their clients. Also examined was a set of antecedents which provide a foundation upon which a favorable service climate can be built. The IT service climate instrument, when incorporated into employee feedback initiatives, can provide guidance to IT executives about practices to improve service quality.